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Assistant Manager - Clinical WFM-India - Aug 2017

• Manage WFM personnel
• Communication to and from Operations and other support departments
• Collection & Analysis & Reporting of project/agent/department performance statistics
• Manage long term forecast/staff plan and lead monthly staff and budget meeting
• Work with HR, Recruiting & Training to coordinate hiring and training of new employees
• Oversee communication to new hires on schedule process
• Oversee short-term workload forecasting
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and downtime
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance
     a.   Analyze and report historical data and trends and develop forecast models
     b.   Generate long and short term forecasts models
     c.   Manage employee information changes
     d. Manage proactive approval and denial of discretionary activities such as vacations, trainings,   meetings
     e.  Lead daily and weekly staffing review meetings with management and intraday analyst detailing previous and current week’s performance and   forecasted performance of remainder of current week and next week, while also identifying risks
     f.  Generate new forecast when current day forecast has high deviation from actual
     g.  Fill overtime and under time availability
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversee analysis and reporting of employee performance including adherence
• Recognizes and recommends operational and support improvements
• Bring efficiency in internal business processes of each level through automation
• Perform other duties and assignments as directed

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